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Intercom

Intercom

4.3
(676 reviews)
Optimized for quick response

Intercom allows you to communicate personally with every single customer.

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Intercom Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

85%
(Based on 269 reviews)

Response Automation

Respond to common requests with standard reply

83%
(Based on 287 reviews)

SLA Management

Service Level Agreement Management

n/a

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

88%
(Based on 271 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

89%
(Based on 264 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

88%
(Based on 269 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

88%
(Based on 275 reviews)

Messenger

Sequencing

Mapped-out responses for conversations.

89%
(Based on 58 reviews)

AI

Artificial intelligence (AI) and chatbot involvement.

78%
(Based on 51 reviews)

Live Chat

Live human component of conversations.

96%
(Based on 81 reviews)

Customization Interface

Quality of interface for designing and customizing conversation maps.

n/a

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

93%
(Based on 366 reviews)

Notifications

Delivers notifications to both sides of the conversation.

89%
(Based on 367 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

87%
(Based on 287 reviews)

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

91%
(Based on 342 reviews)

Channels

Social Media

Conversations enacted over social media.

86%
(Based on 39 reviews)

Website

Conversations enacted through embedding or pop-ups on websites.

95%
(Based on 72 reviews)

Text Message (SMS)

Conversations enacted through text message (SMS).

83%
(Based on 19 reviews)

Voice Assistants

Conversations enacted through voice assistants.

n/a

Other

Conversations enacted through other channels.

94%
(Based on 21 reviews)

Internal Use

Customization

80%
(Based on 327 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

88%
(Based on 129 reviews)

Lead Development

Enables employees to denote potential customers.

82%
(Based on 245 reviews)

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

83%
(Based on 266 reviews)

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

87%
(Based on 297 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

83%
(Based on 295 reviews)

Customers

Targeting

Overall quality of customer targeting based on needs or situations.

90%
(Based on 67 reviews)

Profiles

Creation and modification of customer profiles based on conversations.

88%
(Based on 69 reviews)

Analytics

Reporting based around specific and overall conversation results.

78%
(Based on 70 reviews)

Lead Gathering

Capture and organization of leads from conversations.

83%
(Based on 64 reviews)

Sales Conversion

Success rate of conversations leading to customer purchases.

82%
(Based on 64 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

n/a

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

87%
(Based on 268 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

93%
(Based on 318 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

85%
(Based on 191 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

78%
(Based on 56 reviews)

Customer and Contacts Database

Central repository for account and contact information

84%
(Based on 150 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

n/a

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

n/a

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

87%
(Based on 242 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

83%
(Based on 189 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

n/a

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a

Reporting

79%
(Based on 273 reviews)

Dashboards

79%
(Based on 272 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

88%
(Based on 109 reviews)

Customization

80%
(Based on 327 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

88%
(Based on 125 reviews)

Internationalization

82%
(Based on 83 reviews)

Performance & Reliability

91%
(Based on 128 reviews)

Integration APIs

87%
(Based on 106 reviews)
Intercom
4.3
(676 reviews)